Zendesk Configuration Manager (m/f/d)

At Riverty, we believe that everyone should be in control of their own financial situation. Our shared commitment is to make financial solutions more innovative, empathetic and user-friendly to empower financial growth for everyone. To do this, we rely on 50 years of experience and the commitment of over 5,000 creative minds, innovators and explorers in 11 countries.

Are you ready?

As part of our community, you will have the opportunity to develop your skills and transform the world of finance together with us. We create an environment where you can evolve personally and benefit from our flexible working conditions and work-life balance.

We are looking for a  Zendesk Configuration Manager (m/f/d) (unlimited, full-time) to join our team at our Amsterdam location to build the next generation of fintech.

Your key responsibilities will be: 

• Implement and maintain system configurations, including case management, queue setup, routing rules, SLAs, and automation workflows.
• Collaborate with local operations teams to collect detailed system requirements, identify pain points, and resolve Zendesk-related technical issues.
• Assist in the configuration and optimization of Zendesk automation features, chatbots, and self-service tools.
• Act as the primary technical liaison for Zendesk Support and the Technical Account Manager, managing support tickets and escalating major service disruptions.
• Monitor system logs and agent activity to ensure optimal platform performance, tracking KPIs related to case resolution times, self-service adoption, and automation success rates.
• Manage user roles, permissions, and access controls, ensuring compliance with internal security policies and monitoring user activities for unauthorized access.

What you bring on the journey:

• Hands-on experience with Zendesk configuration, including case workflows, queues, SLAs, and ticket automation.
• Ability to optimize processes and troubleshoot issues without major redesigns.
• Proficiency in monitoring system performance and analyzing Zendesk data for stability and efficiency.
• Expertise in managing user access, permissions, compliance settings, and security monitoring.
• Experience in incident management and coordinating with Zendesk Support for issue resolution.
• Capability to assess and clean Zendesk data for future migration, ensuring well-documented workflows and configurations.
• Strong collaboration skills with local teams, vendors, IT, and the Zendesk Owner, including training agents and providing system documentation.       

Why Join Us?

• Be a key player in optimizing Zendesk.
• Support workflow improvements without major system development.
• Collaborate with cross-functional teams.
• Enhance customer service efficiency while helping shape the future platform strategy.

#EUR2